Emmanuel OchayiCustomers of Access Bank have expressed frustration over a system upgrade that caused delays in banking services beyond the announced timeframe. The bank had scheduled the upgrade from 3:00 AM to 2:00 PM on Sunday, but the process extended for several more hours, leaving customers unable to access internet banking, ATM services, and Point of Sale (POS) transactions.
The situation left many customers stranded, with some taking to social media to vent their frustrations. Several users reported difficulties accessing their funds and making payments, causing inconvenience for those who relied on the bank’s services.
Join our WhatsApp ChannelBank Assures Customers of System Upgrade Benefits
In response to the disruptions, Access Bank explained that the system upgrade was necessary to improve banking operations. The bank issued a statement saying, “Your trust means everything to us, and that’s why we’re making important upgrades to serve you better.”
The bank acknowledged the temporary inconvenience and assured customers that the changes would result in a smoother and more efficient banking experience. Despite this assurance, many customers were left frustrated as they struggled with failed transactions and inaccessible funds.
By 5:00 PM, the bank announced that the upgrade was completed and that all services would be restored. However, some customers reported continued difficulties accessing their accounts.
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Customers Express Frustration on Social Media
On the microblogging site X (formerly Twitter), Access Bank customers trended the topic, sharing their experiences with the delayed upgrade. Many complained that they were not informed about the system downtime, while others were upset about the additional three-hour delay from the initial deadline.
A customer, Nwaukwa Ebenezer (@Ben_Nwas), expressed his frustration, saying, “If you know you can’t handle internet banking, just tell us. This every-time ‘system upgrade’ is annoying.”
Another user, @agbulight, complained about multiple failed attempts to access banking services. He said, “I can’t access my Access Bank app, neither can I access my Access Bank account with the USSD code. I cannot also access my Access Bank account with my card.”
Similarly, @ayodejialayo wrote, “What’s wrong with your network this morning? Your app isn’t loading. Your network is not available on POS and ATM.”
Customers Affected by Failed Transactions
Many customers faced difficulties carrying out essential transactions due to the disruptions. Some said they were unable to withdraw cash or make online payments, affecting their daily activities.
A frustrated customer, @Sunnytexas22, shared his experience, saying, “Access Bank, why do you people always disappoint customers? Some of us have not eaten since morning just because of your poor service. Most of us regret using your bank. You people are not reliable.”
The complaints continued as customers demanded better communication and efficiency from the bank. Some suggested that Access Bank should have made alternative arrangements to reduce the impact of the upgrade on customers.
Some Defend Access Bank’s Upgrade Decision
While many customers criticized Access Bank over the service disruption, a few others defended the bank’s decision to upgrade its systems. A customer, @Mrdablue, argued that such upgrades are necessary for improved banking services.
“We all want banking that’s seamless and stress-free. But for that to happen, upgrades like this are necessary. It’s not fun, but it’s temporary. Let’s allow them to do the upgrade so we get good services,” he said.
Despite this perspective, the majority of affected customers maintained that the bank should have completed the upgrade within the announced timeframe or provided better notice.
Access Bank Yet to Address Complaints After Upgrade
Although Access Bank has confirmed that the upgrade was completed, some customers have continued to report issues with their accounts. Many are calling on the bank to provide further updates on the situation and ensure that all affected customers regain access to their funds.
The situation has raised concerns about customer service efficiency and how banks handle major system upgrades. Many customers now expect the bank to take steps to prevent similar disruptions in the future.
Emmanuel Ochayi is a journalist. He is a graduate of the University of Lagos, School of first choice and the nations pride. Emmanuel is keen on exploring writing angles in different areas, including Business, climate change, politics, Education, and others.
